Wavei, Ernest Balutie and Lo, Ada and Gedecho, Ermias Kifle (2025) Understanding Frontline Employees’ Knowledge Management in Key Aspects of Customer Relationship Management: Insights from Contemporary Hotels. International Journal of Hospitality & Tourism Administration. pp. 1-29. ISSN 1525-6499
Full text not available from this repository.Abstract
The relationship between knowledge management (KM) and customer relationship management (CRM) is vital to business success, yet their intersection remains underexplored. This study investigates how KM processes are integrated into the core dimensions of CRM. Using a qualitative case study approach, the research draws on rich data collected from purposefully selected employees of three- to five-star hotels in Accra, Ghana. The study identifies four essential KM processes: knowledge accumulation, formation, retention and implementation. Findings reveal that KM is deeply embedded in more than three key functional dimensions of CRM, with this integration being both pervasive and instrumental in enhancing CRM practices. Based on these insights, theoretical and practical implications are discussed to help industry professionals optimize the integration of KM and CRM.
| Item Type: | Article |
|---|---|
| Additional Information: | ** Article version: VoR ** From Crossref journal articles via Jisc Publications Router ** History: received 17-07-2024; revised 06-08-2025; accepted 17-08-2025; epub 29-08-2025; issued 29-08-2025; published 29-08-2025. ** Licence for VoR version of this article starting on 29-08-2025: http://creativecommons.org/licenses/by-nc-nd/4.0/ |
| Uncontrolled Keywords: | Knowledge management, knowledge, customer relationship management, organizational learning, hotel, hospitality industry, tourism industry |
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | Institutes and Academies > Institute of Management and Health > Tourism and Hospitality |
| Identification Number: | https://doi.org/10.1080/15256480.2025.2549991 |
| SWORD Depositor: | JISC Publications Router |
| Depositing User: | JISC Publications Router |
| Date Deposited: | 16 Sep 2025 08:42 |
| Last Modified: | 16 Sep 2025 08:42 |
| URI: | https://repository.uwtsd.ac.uk/id/eprint/3915 |
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